ServiceNow IRM Issue: How Do You Assign Multiple Users and to a Remediation Task?

[Ben Eng]

Hi everyone,

I work in Internal Audit, and we use the Remediation Task form in the Audit Module of ServiceNow IRM to monitor and track audit action items after completing an audit. The responsible person (action owner) is assigned via the "Assigned To" field in the remediation task.

Each quarter, we report to the Audit and Risk Committee on the status and progress of these audit actions. However, we’re facing two challenges with our process:

1. A middle-man (e.g., a coordinator or QA reviewer) is needed to review and validate responses before approval.
2. The "Additional Comments" field—where action owners provide status updates—is non-editable, which limits flexibility in tracking changes.

Questions

• How can I assign a "middle-man" to have the same visibility and access as the Action Owner?

  • Ideally, both should be able to view and edit the same remediation task fields.
  • Is there a specific field (e.g., a secondary assignee or role-based access setting) that allows multiple users to collaborate on a single remediation task?

• Is there a way to make the "Additional Comments" field editable?

  • If not, what alternative field would be best for tracking updates that can be edited over time?

I’d appreciate any guidance on how to configure these settings or any best practices for handling similar workflows in ServiceNow IRM.

Thanks in advance!

[Medi C]

Hi @Ben Eng, I hope your are doing well!

If Additional Assignee can take multiple users then it is a list collector field type. There would be no need to create a custom field. And yes, if the rights access controls (ACLs) are configured properly, users on the Additional Assignee field can get the same access rights as the user in the assigned to field.

The same thing applies for Additional Comments, you just need to define who can read/write via access controls and this should do the work.